Virtual Relationship Manager
Mashreq Bank
Total years of experience :17 years, 1 Months
Ensure KYC/AML updates, proper zero error documentation.
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis.
The ability to analyze and research information regarding UAE & International Banks.
Build strong trust relationship with key customers.
Responsible in portfolio management and relationships with Clients and Bankers.
Ensure consistent delivery of quality service in all aspects related to sales and service.
Monitoring service levels for customer satisfaction.
To manage the day-to-day delivery of Client Services efficiently, with daily MIS to all internal stakeholders.
Delivery of quality services for potential customers through the team.
Resolving all service related queries / issues for existing customers.
Identifying trends of errors and proactively advice process improvements.
Knowledge of filling and completing FATCA and W-8BEN forms.
Attending meetings with Clients during the account opening.
Mapping out the process for the Clients and obtaining the KYC information ahead of the meeting with the banker.
Monitoring the account opening process as per the timeframe given to the Client.
Advising Clients and team about different products offered by banks.
Obtaining up to date procedures, forms and requirements from banks.
Developing and suggesting new auto insurance policies to meet the changing and
varying needs of (prospective) clients
➢ Ensuring the complaints of clients are properly looked into and addressed effectively
➢ Maintaining the loyalty of clients to his/her insurance company
➢ Revenue generation through outbound tele sales.
➢ Ensure the TAT commitments are adhered to at all times
➢ Generate leads from customer interactions to create future pipeline
➢ Recording the statistics of clients’ take on different auto insurance policies
➢ Taking part in the process of entering into auto insurance contracts
➢ Empathizing with clients upon the occurrence of risk(s) whether or not the policy they
took covered the risk
➢ Initiating and implementing plans that will make his or her parent insurance company
more profitable
➢ Assisting with the renewal of insurance policies.
Respond to online customer’s emails and phone calls.
Sell products and services, offer add-on and up-sell products that may benefit the customer, and suggest alternative products when a customer-requested product is not available.
Escalates unresolved complaints or incidents to the Senior Management to ensure that it is resolved in a timely manner.
Provides regular feedback to the Reporting Manager on patient and customer service issues and participates in planning any new initiatives for improvement in the Department.
Maintains effective, efficient and professional working relations with the Vendors on our platform.
Receive inbound customer inquiries requesting assistance with fulfillment concerns, pricing, defects, returns, and warranty issues.
Place outbound follow-up calls to inform customers on the status of an item, refunds or exchanges, and any shipping issues encountered during order processing.
Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
Perform basic account maintenance activities.
Execute sales effort in an ethical and professional manner that will reflect favorably on the reputation of the company.
Assist and resolve customer requests and problems in a prompt and professional manner.
Work with Marketing & Sales team to maintain proper product and website content.
Encourage and assist online customers in creating an account when appropriate.
Maintain a current library of reference material.
Maintain knowledge of products and their applications.
Perform other duties as assigned by management.
Responsible to attend the calls from the customer regarding shipment.
Handling calls for a banking process and e-commerce.
Handling incoming call & outgoing calls
Resolve customers complaints and ensure follow up
Handle all customer complaints promptly and effectively
Communicates customer inquiries/messages/feedback to teams and sales owners
Manage Customer inquiries and provide end to end resolution with regard to price plan, length of contract and renewal charges
Inform the customer regarding the promo ongoing.
Responsible to provide excellent customer service in our customers.
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors email customer contacts.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Handle all A/C complaints, SAMSUNG MOBILE and TV.
Meet and greet clients and visitors.
Create and modify documents using Microsoft Office.
Perform general clerical duties to include photocopying, faxing, mailing, and filing.
Setup and coordinate meetings and conferences.
Maintain and distribute driver weekly schedules.
Prepare Installation Planner for the delivery and installation team.
Prepare reports for GCS Warranty Claims.
Manage all incoming inquiries and provide correct and accurate answers to all queries.
Manage all customer complaint and ascertain that all complaints are addressed immediately
Coordinate with the technicians to solve the complaints from the customers.
Responsible in recording and closing the jobs in the system.
Follow up with individual technician for pending jobs.
Creating technicians daily report for the ISO Certification.
Negotiate with the customers regarding their contracts.
Responsible to visit the site for the payment collection and customer satisfaction.
Preparing contracts and invoices of the customers.
Follow up for the payments to achieve the target.
Allocate tools to the newly joined technicians.
Follow-up with new prospects clients from our website.
Support staff in assigned project based work.
Responsible to call and inform the customer regarding his/her overdue account.
Responsible to collect payment from the customer.
Handle all customer complaints promptly and effectively.
Monitor and update the account of the customer through system.
Prepare and update the Collection Monthly Report in daily manner.
Responsible to attend the calls from the customer regarding ticketing.
Inform the customer regarding the promo ongoing.
Responsible to provide excellent customer service in our customers.
- Diploma for A/C Technician from St. Joseph Institute (2005)